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Description: Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed aftersales processes, and looks at how to prevent this happening. What happens after a sale if problems then occur? How are they handled, and what processes can be applied to make sure that they are dealt with cost effectively for the company, while at the same time improving customer service and increasing sales?
Aftersales Management sets out the legal position on customer rights, and explains to readers exactly what customers want, what salespeople want and how these needs impact on teams within the rest of a retailer`s company. The book also discusses the key parts of implementation, showing how to manage key stakeholders, both within the business (ie the various business functions and departments) and outside (such as manufacturers and suppliers).
With practical examples to show just how much of a saving can be achieved if changes are made, the book demonstrates how to create a viable aftersales proposition ” from managing the implementation, through making the necessary changes, to holding on to the gains once mode.
Complete with real examples &awn from a wide variety of situations and sectors, Aftersales Management gives readers the essential information needed to create and implement a successful aftersales proposition, while reducing costs, improving customer service and increasing sales.
Contents: Aftersales ¢ Aftersales costs ¢ Why is it important? ¢ The ˜unnamed` hole in retail finances ¢ Isn`t this just customer services? ¢ What about quality managers? ¢ Operating principles ¢ The book structure and who it is aimed at ¢ Summary ¢ History and common practice ¢ General practice ¢ Service standards ¢ Suppliers ¢ Lessons to be learned ¢ Management buy-in ¢ Summary ¢ Legal matters ¢ Key points ¢ Legal principles ¢ Limitations ¢ Why the confusion? ¢ ˜I know my rights!` ¢ Exchanges ¢ Repair versus replacement ¢ Refunds ¢ Guarantees and warranties ¢ Duration of guarantees and legal rights ¢ Consumer rights in the United States and Canada ¢ Consumer rights in the rest of Europe ¢ Consumer rights in Australia and New Zealand ¢ Summary ¢ What do customers want? ¢ Overview ¢ Building a reputation ¢ Managing perceptions ¢ Difficult customers and practices like ˜deshopping` ¢ Summary ¢ What do sales staff want? ¢ Key messages ¢ So what do they want? ¢ How do you give them what they want? ¢ Summary ¢ What does the rest of the business want? ¢ Marketing ¢ Logistics ¢ Finance ¢ Purchasing ¢ Human resources ¢ The Board ¢ Summary ¢ Problem resolution thnescales ¢ Basic principles ¢ Reasonable timescales ¢ Why time is so critical ¢ Scale of tolerance ¢ Repeat repairs ¢ Mr and Mrs Angry ¢ Summa ¢ Proposition design ¢ Common sense ¢ Timescales ¢ Diagnosis and fault resolution ¢ Parts availability ¢ Multiple failures ¢ Guarantee term ¢ Loan equipment and products ¢ Compensation ¢ ˜Sorry!` ¢ Summary ¢ Supplier management and reverse logistics ¢ Basic principles ¢ Supplier management ¢ Operational management ¢ OEM suppliers and bought out guarantees ¢ Claimbacks, contributions and cost recovery ¢ Purchase terms and conditions ¢ Vendor manuals and supplier specifications ¢ Summary ¢ Mtersales operations ¢ Basic principles ¢ Repair operations ¢ Repairs management ¢ Testing and refurbishment of returns and exchanges ¢ Aftersales and escalations managers ¢ Escalation processes ¢ Retail outlet support ¢ Customer service teams ¢ Summary ¢ Financial evaluation ¢ Principal issues ¢ Operational costs ¢ Write-off and exchange costs ¢ In-home repairs ¢ Supply chain issues ¢ Summary ¢ Reporting techniques ¢ Overview ¢ Product failures and faults ¢ Reporting descriptions ¢ Customer service standards ¢ Exchange reporting ¢ Operational reporting ¢ Summary ¢ Example financial analyses ¢ Overview ¢ Exchange costs “ non-bought out guarantee ¢ Exchange costs “ with bought out guarantees ¢ Repairs costs “ non-bought out guarantee ¢ Repairs costs “ with bought out guarantees ¢ Combined costs ¢ Exchange costs “ potential savings ¢ Repair costs “ potential savings ¢ Net projected savings ¢ Summary ¢ Implementation and retaining the benefits ¢ Setting the standards ¢ Benchmarking ¢ Planning principles ¢ Suppliers and manufacturers ¢ Short-term gains ¢ Medium-term development ¢ Longer-term projects and holding the gains ¢ Summary ¢ Financial services ¢ Fundamental principles ¢ Extended warranty programmes ¢ Consumer credit ¢ Regulatory authorities ¢ Summary ¢ Summary and conclusions ¢ Financial gains ¢ Consumer reputation ¢ Staff self-respect and increased confidence ¢ Supplier position ¢ Stability and the opportunity for growth ¢ Closing notes and comments ¢ Appendix 1 Key actions for process improvement ¢ Appendix 2 Further reading and key sources of information ¢ Index ¢ ¢
About the Author: David Brock has worked in a wide range of industries including mining, manufacturing, logistics, the motor industry, electrical retial and IT. As a director at Powerhouse Retail he was responsible for all customer issues from over 350,000 repairs per annum and circa 2.5 million extended warranties. He is regarded as one of the most creative in his sector and acknowledged for changing many established industry practices. He currently runs a specialist consultancy and is a visiting lecturer at Queen Margaret University, Edinburgh.
Target Audience: Professionals in the retail industry & academics and students of management.
ISBN 9780749460884
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Pages : 224
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